Our business

Regulators & stakeholders

The water companies in England and Wales are highly regulated. This is to ensure you always receive the very best standards of service and value for money.

Three government bodies regulate the water sector. These are Ofwat (also known as the Water Services Regulation Authority), the Drinking Water Inspectorate and the Environment Agency.

We also work with a number of other organisations, including CCW (which represents water consumers), Natural England and the UK Health Security Agency. And we regularly work with different stakeholders, including customer groups, MPs, local council officers and councillors, supply chain partners, developers, national and local charities, and community organisations.

OfwatLogo for Ofwat

Ofwat is the economic regulator of the water sector in England and Wales. Its duties are to:

  • Protect the interests of consumers
  • Make sure the water companies carry out their legal obligations
  • Make sure the water companies can finance their day-to-day operations, and that these operations are carried out efficiently
  • Safeguard future water and sewerage services

Every five years, Ofwat sets controls on the price, investment and service package you receive from us. This includes controlling the prices we can charge you, which are reflected in the bills you pay.

Ofwat’s job is to make sure these charges represent the best value for all customers and enable us to provide a reliable and sustainable service.


Drinking Water Inspectorate


The Drinking Water Inspectorate (DWI) is responsible for regulating water quality in England and Wales.
Its job is to make sure all the water companies in England and Wales supply water that is safe to drink and that meets the strict legal standards set out in the Water Quality Regulations.
The DWI checks the tests we regularly take of customers’ tap water. Its inspectors also audit our laboratories where we test the tap water.
If any of these tests fail to meet stringent water quality standards, the DWI can require us to make the necessary improvements to drinking water quality.

Environment Agency

Environment agency

The Environment Agency’s job is to look after the environment and make it a better place for people and wildlife.
It works with businesses and other organisations to manage England’s natural resources. It is also responsible for the quality of the water in our lakes, rivers and streams. And it sets limits on the volumes of water we can take from the environment, and makes sure we meet all our environmental obligations and commitments.


Logo for CCW

CCW (formerly known as the Consumer Council for Water or CCWater) is the independent voice of water consumers in England and Wales.
Its job is to help consumers resolve complaints against water companies or business market retailers. It also provides consumers with free advice and support.
CCW works closely with:
  • Water companies in England and Wales
  • Ofwat, the Environment Agency and the Drinking Water Inspectorate •
  • The media and other organisations
And it carries out research into issues that that affect all water consumers.

Department for Environment, Food and Rural Affairs


Defra (the Department for Environment, Food and Rural Affairs) is the UK Government department responsible for improving and protecting the environment.
Its mission is to restore and enhance the environment for the next generation, leaving it in a better state overall. Its priorities are to:
  • Improve the environment through cleaner air and water, encouraging thriving natural habitats, and reducing waste
  • Reduce greenhouse gas emissions– for example, through activities like tree planting and peatland restoration 
  • Reduce the impact of flooding and coastal erosion on people, businesses, communities and the environment.

Natural England

Natural England

Natural England is the UK Government’s adviser for the natural environment.
Its job is to help conserve, enhance and manage the natural environment in England. It also has a role to contribute to sustainable development.
Natural England’s priorities are to: 
  • Work with partners to create and protect areas of natural beauty for the benefit of society 
  • Connect people to the natural environment to boost the wellbeing of individuals and society
  • Promote nature-based solutions to tackle climate change and drive sustainable economic growth.

The UK Health Security Agency


The UK Health Security Agency (previously known as Public Health England) is responsible for protecting everyone in the country from the impact of:
  • Infectious diseases
  • Chemical, biological, radiological and nuclear incidents
  • Other health threats
Its job is to make the nation’s health secure. It also provides intellectual, scientific and operational leadership at a local, national and international level.

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